BBQGuys.com Avis 

Solid product at a great price with delivery timeliness updates.
Tried to add a photo but trust pilot just closed out my review.
Oh. Now I see why. The "added photo" was supposed to be me, not the product I was reviewing, as if anybody cares what I look like.

Canceled my order without notifying me. Charged my credit card. Can’t get through to a customer service representative after two hours.

Excellent service, good pricing and fast shipping. BBQ Guys is the best place to shop for outdoor kitchen needs.

Sales agents are available instantly, but no one is available after a purchase is made... I've tried calling, email, and chat over a 24 hour period. It gives a strong perception that your business only cares about a quick sale. After that you got your money and you ran away.

BUYER BEWARE. Do NOT trust BBQ GUYS.
We ordered a Lynx Professional 36” All Infrared Trident Propane Grill w/ Rotisserie on March 14, 2025 for $7,669 + $594.35 tax +$257.53 delivery = $8,520.88.
It was delivered on March 24 with a giant dent in the front. We notified them the next day. They offered us $300 rebate to keep it. That is not reasonable on an $8K item. We asked for a replacement and asked them to please pick the dented one up.
After an extended email chain, the replacement was supposed to be delivered 5/5, then 5/7, then 5/19, 5/20, and finally was delivered on 5/21. The old one was not picked up.
The second BBQ also is dented in the front. We notified them the next day on the extensive email chain we had going with them throughout this ordeal. We did not hear back. Every business day for one week we emailed them on that chain with no response.
We now have two dented BBQs sitting in our yard that we do not want. We have been charged $8,520.88. BBQ Guys has ghosted us.
I called. No customer service available except M-W. The sales department directed me to the live chat. I sat on hold with live chat for 2.5 hours and no agent joined the chat. [Side note: when you get on the live chat 3 minutes after it opens and there are 48 people ahead of you in line, you know there’s a customer service problem. Wait – gets better – a few minutes after that, it said there were 50 people ahead of me, and then after 10 minutes, it said there were 51 people ahead of me. How does that work?]
I filled out the online form. I got an automated email back saying that they would respond in 3-5 days.
Meanwhile, I have two dented grills sitting in my backyard that I cannot use, and I am out $8,520.88, and the vendor is unavailable. Oh, and by the way, the second grill doesn’t even work properly. The blue lights do not light, and the burners heat inconsistently.
We’ve disputed the charge on the VISA bill. We’ll see what happens. In the meantime, DO NOT BUY FROM THEM!

I put through an order and right away, realized I still had a fridge in the cart that I didn’t need. So I called immediately. Was placed on hold for 10 minutes, called back, they said one person ahead of me. Another 18 minutes on hold, nobody ever answered. Sent an email too and apparently will hear back within 5 days. Horrible customer service. This was my experience.

Unfriendly return policy
Purchased a small grill from BBQguys. Turns out it is better described as tiny. I did not read the return policy in advance. You have to pay to ship the product back, they can levy a restocking fee, plus you have to reimburse them for the "free shipping" that brought the product to you. Trying to chat with them and no response to two different messages (one was sent on Memorial Day. Grill looks nice but you might not be able to cook two T-Bones at the same time.

After I took my time making my decision and ordering my grill. It took very little time for the grill to be shipped and I received it sooner than I expected. It is unusual in this day and age that you get service this good unless you are charged extra!

I do a lot of outdoor kitchens and website is easy to use, has what I need, and provides and great product that lasts. Shipping is quick and I have only had 1 damaged piece which was replace with no hassle.
Caleb

Everything went smoothly. I'm very thankful for the great service. Thank yall much.

My mastergrill 1050 came with a defect and they said they can give me a discounted price. Only $75 discounted. $900 grill with only a $75 off refund is absurd. Paid all that money just for that $75 discount. Terrible service.

There’s a reason BBQ guys come up first in every search for grills. They truly are the one stop shop! They are extremely helpful and knowledgeable with no high pressure sales tactics. Shipping was lightning fast and smooth. They have a large inventory *including newly updated models that are hard to find elsewhere.

Fantastic product selections, great pricing & very user-friendly website.

Salesman Andrew was was very knowledgeable about his products which made it easy for me to complete my purchase.. I failed to mention the design dept and the great job they did also.

Started off good , great communication, fast shipping and delivery . Open the box assembled grill and no drip tray, how is there no drip tray , chatted with customer service to be told I have to contact cuisenart myself for a replacement part, replacement?? I need the actual piece , not a replacement !! She then offered to contact them herself but would likely take a longer time . I’m confused with this type of service with a brand new customer. I’ll never shop here again
Update … I feel the need to change my initial review as this company rectified the issue . I was contacted by a manager of some sort and handled my issue with great respect and understanding, I’ve read so many poor reviews and had a tough experience myself but they did fix the issue , so for that they deserve an update on this review , went from 1 star to now 5 and I will consider shopping with them again

Several things are wrong.

My bad, I did not look closely at the tabletop when ordering. Upon delivery, I realized it was an awful, busy design. I asked to return the set and was told the return cost would be $700!! No where on their website or on my order confirmation was it mentioned the shipping/return cost was $700 (yes, you get to pay for their “free” shipping if you return an item). IF I bought another set they would reduce the return shipping cost to $352.

Additionally, they shipped three boxes that were about 8’ high. And heavy! How on earth am I supposed to get the top two and three boxes to ground level? I’ll have to hire a forklift.

I chatted with a BBQ Guys rep and was told reviews were reviewed by supervisors. Doubt this get published.

They're a scam company. I ordered one smoker, they sent three and charged for three. When I called CS I was told I ordered three not one. I asked to return the other two, after a few weeks of back and forth with CS I was told I would have to pay return shipping. But when l received return instructions I was informed that I would also have to pay the original shipping price as well as the return shipping price even though shipping was advertised as free on orders over $40 purchase. There were other reviews that stated similar scams by sending more than one product then not refunding money even when products were returned. Shady, dishonest business practice. Avoid this sham company at all costs!

Charged me 4 times. I cancelled and they will not refund or respond.

When I purchased a Weber grill from them in May, the BBQ website stated it was "Made in USA" (a claim they have since removed). This detail was a key factor in my decision to buy. However, the product is actually made in China (see attached picture). I made several attempts to contact BBQ for clarification but received no response. Eventually, I filed a dispute through PayPal, which finally prompted a response. BBQ (I spoke with Jackie) assured me that if I closed the dispute, they would refund $250 of the purchase price. I agreed and closed the dispute, but they failed to issue the promised refund despite multiple follow-ups.

Putting everything else aside, this unit does not reflect the Weber quality I've come to expect and the BBQ website does a poor job representing the quality. It's evident that this is a cheaply made product (as noted by others), with large gaps and a noticeable lack of structural strength and rigidity.

BBQGuys does not take responsibility for the outdoor refrigerator I purchased that does not get colder than 37.5* - even though I have it set to 32*.

It came with a warranty but apparently the unit not working properly is not "warrantable". What is then?!?

The manufacturer says I could (at my immense cost) schedule a return, secure on a pallet, and they will test - of course without my being there to witness.

Buy local, not from these "Guys"!!!